Set the task "Due Date" equal to task "breach time"

[issarodinho]

Hi,

I have created SLAs for my Service Requests and would like to notify the requester about the expected breach time of their request (In this case, i want to inform them of the expected time taken to resolve their issues by capturing the breach time as per defined SLA).

SLAs defined for the tasks are as shown below:

• Critical Request = 8 hours
• High request = 16 hours
• Moderate = 3 working days (monday - friday)
• Low = 6 days

Currently i am using "due date" in my notifications and i have realized it is getting the due date defined in the workflow only and it is not changing (due date in notification) per defined SLAs when someone (fulfiller) changes the priority.

I understand, i need some business rule to configure the due date to change as per defined SLAs but still figuring how to do it.

Anyone there with some idea, script???

[issarodinho · Accepted solution]

Great,

I have got a work-around. managed to send out the right notification even when the priority gets changed by the fulfiller.

Configured notification on Task SLA table and dot walked to other tables to get all the fields i wanted to appear in the mail template.